Open to opportunities

Adelowo Ogundiran

@adelowoogundiran

Message

Customer-focused account management and support leader in telecom services.

Nigeria

Message

What I'm looking for

I seek a role where I can improve customer experience and service delivery, lead and coach teams, and use data-driven processes to reduce escalations and increase operational efficiency.

I am a customer-focused professional with extensive experience in customer support, account management, and service delivery within the telecom sector. I consistently resolve complex issues, manage enterprise customer accounts, and deliver exceptional customer experiences while maintaining strict SLA compliance.

I have led teams and coached staff to improve service quality, reduce escalations, and cut resolution times; I also perform UAT and product sanity testing to improve go-live reliability. My work has driven process improvements, higher billing accuracy, and stronger stakeholder collaboration.

I produce actionable performance reports to support data-driven decisions and have a proven track record of improving onboarding, reducing attrition, and ensuring regulatory compliance for subscriber databases.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Analyst

Current

MTN Nigeria / Avetium Consult

Aug 2022 - Present (3 years 2 months)

Manage end-to-end account services for enterprise customers, ensuring 100% SLA compliance and >95% on-time billing while reducing escalations through streamlined resolution workflows and UAT to improve go-live reliability.

Account Management CRM Customer Escalation UAT Billing Service Delivery Reporting Stakeholder Management

Customer Service Team Lead

MTN Nigeria / MacTay

Dec 2017 - Aug 2022 (4 years 8 months)

Supervised and mentored customer service officers to improve service quality and compliance, reduced complaint resolution time, and improved onboarding efficiency and subscriber database accuracy for regulatory compliance.